Samsung S20 - pushes the buttons on the screen during the call

[br_allison]

Hi!

I have an issue with my new S20 - when talking on the phone, the screen is not black and is active, so I push different buttons with my chicks while talking. It is very annoying, but I can't find where I can change the setup for it. My old S8 or my daughter's new A71 don't have this issue - why now and how to get rid of it?

Thanks in advance!

/br_allison

[ironass]

Sounds like an issue with your proximity sensor not turning the screen off when the device is held to your face. The proximity sensor is situated close to the front camera.

To test, simply lay the phone down and make a call, voicemail will do, and whilst in the call, hover your hand a couple of cm's above the front camera. You should see your screen go black if the sensor is working. 

Another way to test is to go into the Samsung Test Mode on your phone and use the SensorHub Test.

[br_allison]

Well, it did go black, but I have discovered that it doesn't in case if someone calls me (I called from my another phone and tested the same thing and then the screen doesn't go black). So, it seem to only happen when accepting the call. Is there any setup that I can change to fix it myself?

[Tennisurchin]

My S20+ does exactly the same thing. I constantly put calls on hold with my cheek as I'm talking. I just thought that it was a design flaw in the phone. How can we fix it ?

[ironass]

Which model of device do you have?

S20, S20+, S20 Ultra, S20 FE

[br_allison]

S20

[ironass]

There are no settings on the S20 to enable/disable the proximity sensor.

It does seem odd that the proximity sensor is active on outgoing calls but not on received calls. If this were not the case, I would have suggested checking that your case or screen protector, if used, are not interfering with the sensor or that you are not accidentally pressing the power button when on a call.

Since this is not the case, I can only recommend a visit to a Samsung Service Centre. 

[LPBronx97]

S20 fe

[AndrewL]

@br_allison: It might be worth trying a hardware test to see if the proximity sensor responds as expected. To proceed, dial *#0*# into your telephone keypad, select SENSOR from the series of on screen options, and hold your palm lightly over the camera. If screen vibrates and turns green then the proximity sensor is working, however if not then please reach out to our Help Desk via the link below, where an advisor will be able to look into this further for you, and arrange any necessary repairs.

https://www.samsung.com/uk/support/contact/

[jimmymilo]

my a41 has the same issue and when I run the hardware test, under proximity sensor it states - 'Virtual Proximity Sensing: Release'. any ideas what this means please?